Refund Policy

Effective Date: May 13, 2026  |  Last Updated: May 13, 2026

1. Introduction

Pequod's Pizza operates the website pequodspizza-eat.click and is dedicated to providing high-quality food and a satisfying customer experience. We understand that issues can occasionally arise with food orders, and we want to make the resolution process as straightforward and fair as possible.

This Refund Policy applies to all orders placed through our website, mobile platform, or any other digital channel operated by Pequod's Pizza. By placing an order with us, you agree to the terms and conditions outlined in this policy.

All transactions and customer interactions are governed by applicable United States federal and state consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act, applicable state consumer protection statutes, and, where applicable, the California Consumer Privacy Act (CCPA/CPRA) for California residents.

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be eligible for a refund or credit, one or more of the following conditions must be met:

• Incorrect Order: You received an item or items that differ significantly from what you ordered (e.g., wrong toppings, wrong size, wrong dish).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Quality Issues: The food delivered was in an unacceptable condition, including but not limited to items that were undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Order Not Delivered: Your order was never delivered within a reasonable timeframe and no contact was made by our delivery team.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Service Failure: A significant failure on our part prevented you from receiving the order you paid for.

Refund eligibility is assessed on a case-by-case basis. Pequod's Pizza reserves the right to request photographic evidence or additional information to substantiate a refund claim.

3. Timeframes for Refund Requests

To ensure prompt and efficient resolution, we require that all refund requests be submitted within the following timeframes:

Refund requests submitted outside of the applicable timeframe may not be honored at our discretion. We strongly encourage customers to inspect their orders upon receipt and report any issues immediately.

4. Non-Refundable Items and Services

Due to the perishable nature of food products and the operational requirements of our business, the following are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the order was prepared or dispatched.
• Items that have been fully consumed or substantially consumed prior to a quality complaint being raised.
• Delivery fees and service charges, unless the non-delivery was due to our error.
• Promotional, discounted, or complimentary items provided free of charge.
• Orders where incorrect delivery information was provided by the customer, resulting in non-delivery or delayed delivery.
• Orders affected by circumstances beyond our reasonable control, including extreme weather events, natural disasters, or public emergencies.
• Tips or gratuities added at checkout.
• Digital gift cards or promotional vouchers once redeemed.

5. How to Request a Refund

Follow the step-by-step process below to submit a refund request:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, the items you ordered, and any relevant evidence such as photographs of the incorrect or unsatisfactory food.
2. Step 2 – Contact Us: Reach out to our customer support team using one of the contact methods listed in Section 11 of this policy. Email is the preferred method for documented refund requests.
3. Step 3 – Provide Details: Clearly describe the issue you experienced. Include your full name, order number, contact information, the specific items affected, and a description of the problem. Attach any supporting photographs or screenshots where applicable.
4. Step 4 – Await Acknowledgment: Our customer service team will acknowledge your request within 1–2 business days. We may follow up with additional questions to better understand your concern.
5. Step 5 – Review and Decision: Our team will review your request and relevant information. You will receive a decision regarding your refund eligibility within 3–5 business days of your initial submission.
6. Step 6 – Refund Issuance: If your request is approved, your refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution or payment provider. Pequod's Pizza is not responsible for additional delays caused by banks or third-party payment processors.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only specific items within an order were incorrect, missing, or unsatisfactory, while the remainder of the order was accurate and of acceptable quality.
• The customer accepted and consumed a portion of the order before identifying an issue.
• The issue reported affected the overall experience but did not render the entire order unusable (e.g., a minor temperature issue with one item out of several).
• A discount or promotional code was applied that reduces the refundable amount proportionally.

The amount of a partial refund will be calculated based on the value of the affected item(s) only. Delivery fees, taxes, and other charges may or may not be included in the partial refund at our reasonable discretion.

8. Exchange Policy

Given the perishable and time-sensitive nature of food products, traditional item exchanges (i.e., returning and replacing an item) are not always feasible. However, we do offer the following alternatives:

• Order Replacement: If an item was prepared incorrectly or was missing, we may offer to prepare and dispatch a replacement item or order at no additional charge, subject to availability and operational feasibility at the time of the request.
• Store Credit: In lieu of a monetary refund, we may offer account credit or a promotional voucher of equivalent or greater value for use on a future order.
• Complimentary Items: At our discretion, we may offer complimentary items on a current or future order as a gesture of goodwill for verified issues.

Exchanges and replacements are subject to the same eligibility conditions and timeframes outlined in Sections 2 and 3 of this policy. We are unable to guarantee item availability for replacement at all times.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to all orders placed through pequodspizza-eat.click:

9.1 Cancellations Before Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing it, before our kitchen begins preparation. To cancel, please contact us immediately at [email protected]. If your cancellation request is received and confirmed before preparation begins, you will receive a full refund.

9.2 Cancellations After Preparation Has Begun

Once our kitchen has begun preparing your order, cancellation is generally not possible due to the immediate nature of food preparation. In this case:

• No refund will be issued for the prepared food items.
• Delivery fees may be refunded if the order has not yet been dispatched.
• We may, at our discretion, offer a partial store credit as a courtesy.

9.3 Cancellations Due to Our Failure

If Pequod's Pizza cancels your order due to circumstances on our end — such as unavailability of ingredients, operational issues, or technical errors — you will receive a full refund of all amounts charged, including any delivery fees, processed within the timeframes outlined in Section 6.

9.4 Scheduled Orders

For orders placed in advance (scheduled orders), cancellations must be made at least 30 minutes prior to the scheduled preparation or pickup time to qualify for a full refund.

10. Dispute Resolution Process

We sincerely hope that all customer concerns can be resolved amicably through our standard refund request process. However, if you are not satisfied with our decision, the following dispute resolution steps are available:

1. Internal Escalation: If you disagree with the outcome of your initial refund request, you may request escalation to a senior member of our customer service team. Please email [email protected] with the subject line "Escalation Request – [Your Order Number]" and provide a detailed explanation of why you believe the initial decision was incorrect.
2. Written Complaint: You may submit a formal written complaint to us at the email address listed in Section 11. We will acknowledge your written complaint within 2 business days and provide a final decision within 10 business days.
3. Credit Card Chargeback: If you paid by credit or debit card and believe you are entitled to a refund that we have not provided, you have the right to file a chargeback dispute with your card issuer or bank. We encourage you to attempt resolution with us first, as chargebacks can result in account restrictions.
4. Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your relevant state consumer protection agency. California residents may also contact the California Department of Consumer Affairs.
5. Legal Remedies: Nothing in this policy limits your rights to pursue legal remedies available to you under applicable federal or state law. Small claims court may be an appropriate venue for unresolved disputes of limited monetary value.

11. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or billing inquiries, please contact our customer support team using the information below:

Our customer service team is available during standard business hours. We aim to respond to all inquiries within 1–2 business days. For the fastest response, please include your order number, the nature of your issue, and any supporting documentation when contacting us.

12. Policy Updates

Pequod's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website or services following any changes constitutes your acceptance of the revised policy.

If we make material changes to this policy, we will make reasonable efforts to notify customers via email or a prominent notice on our website prior to the change taking effect.

13. Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States of America and applicable state laws. Consumer rights guaranteed by federal law, including those enforced by the Federal Trade Commission (FTC), remain fully intact and are not limited by this policy.

California residents are additionally protected under California consumer protection laws, and this policy does not waive any rights afforded to them under applicable California statutes.

This Refund Policy was last updated on May 13, 2026. For questions or concerns, contact us at [email protected] or visit pequodspizza-eat.click.